Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is for an extended warrantee on out Airstream travel trailer. We had a converter failure and an issue with the awning. The dealer has been trying to get the claim processes by Pheonix American and it has been over a week and they cannot get an answer to process the claim. They keep just giving us the runaround.

  

  Business Response

  Date: 10/11/2024

  Phoenix American apologizes for the delay that Mr. McKenna has faced in the claim process.  Phoenix American assigned an independent, third-party inspector to verify the failures, and there was a miscommunication between that inspector and the repair facility and the trailer was not inspected.  Phoenix American as assigned another inspection with a different inspector in order to proceed with the claim.  Phoenix American will follow-up with the inspector and repair facility today and on Monday to ensure there is no further delay on this claim.

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22366973, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mike Mckenna

• Initial Complaint

  Date:09/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this warranty when I purchased my car. My car needed work done for a valve body replacement at A+ Transmission located in ********, Tx and for one whole month I did not have my car. A+ Transmission mechanic reached out multiple times to have Pheonix American Warranty to send a check for the repairs that were pre authorized and approved. Endless calls with no solution. They have repeatedly told the mechanic that they needed an itemized receipt and a final invoice to be sent and only then would they release payment. The mechanic sent everything they needed and still nothing has been sent, instead they have emailed back that something was missing. This was everyday for one month emailed back and forth between them and mechanic. Everything they asked for was being sent. When trying to talk to someone who was a supervisor or manager they simple would say that they cannot transfer the call to the manager or a supervisor. You can only call customer service and email claims. So everyday my mechanic would send them what they needed, including everything they have listed and everyday they emailed the same response that something was missing or invoice was wrong. Their customer service is horrible, they are very confrontational and very argumentative. One employee simply said they werent going to help at all due to my mechanic becoming increasingly frustrated not being able to talk to someone higher than customer service. Ive come to the conclusion, after one month fighting with this warranty, that they are simply not going to pay. Because of this Ive had to pay half of the repair and financed the rest so my mechanic would release my car to me. Horrible experience with this warranty company. Their reviews on ****** from other customers going through the same problem as me shows what a scam they are. I just need them to pay my mechanic. Please if someone could help me with a solution. Receipts of payment of half of repair with financing with my deductible paid.

  

  Business Response

  Date: 10/11/2024

  ****** regrets the frustrations that Ms. ******* has felt during the claim process.  The claim was started, reviewed, the vehicle inspected and the claim approved promptly as Ms. ******* experienced on two prior occasions - claims that were promptly paid.  Unfortunately the delay has stemmed from the submission of the repair invoices for payment from the repair facility.  Initially, the repair facility attempted to send a quote for the replacement valve body rather than a purchase invoice.  Upon verification, the dealership that the quote was from stated that the part had not been purchased.  The repair facility thereafter purchased the part from the dealership and remitted the proper invoice.  The next issue the repair facility needed to submit a final invoice itemizing the parts and labor.  This is a standard practice and the software the repair facility uses for invoicing is capable of doing this.  To date, the repair facility has not remitted this, despite numerous conversations with ******.  Upon submission of the standard parts and labor invoice, ****** will pay the claim.  Without a proper invoice, ****** cannot remit payment for the claim.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22342892
  
  I am rejecting this response because: the repair facility did not purchase the parts through the software that **** is referring too therefore they can not make an itemized receipt or final invoice with it. They purchased the parts online and was shipped to repair facility. What they have is what they received from the merchant they bought from. There has to be some other way to accept what the repair facility is sending **** to finalize the claim. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a car warranty with Wynns Extended warranty and they are refusing to pay for something that is clearly covered under our warranty.

  

  Business Response

  Date: 10/11/2024

  ****** does not have any record of a contract holder with the complainant's name or phone number.  If she can please provide a contract number or the vehicle's VIN, we can assist further.

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22246001
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/12/2024

  The vin # for the 2016 ******* Sonota is 

  *****************

   

  

  Business Response

  Date: 11/05/2024

  We appreciate Ms. ****** reaching out regarding her ****** *************** contract.  The repair facility initiated the claim with a complaint that the left front boot had torn, which may have caused axle damage to the Vehicle.  The boot tearing is not listed for coverage, therefore it's failure was denied because it was a non-covered part.  Further, the contract specifically excludes coverage to a covered part, caused by a non-covered part, so any damage to the axle caused by the torn boot was also denied.  ****** regrets any frustrations that Ms. ****** has felt, and looks forward to assisting her in the future.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22246001
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2012 Colorado with an extended warranty through this company, the truck has been in for repair for over 2 weeks now. The company approved the repair however there is a part that is no longer available so the ********* dealership has to swap the motor and now this company is refusing to pay for it. I have called multiple times as well as the repair center calling multiple times and they are giving us the run around and my truck is still off the road and unusable. All the while I am expected to continue to pay for this vehicle.

  

  Business Response

  Date: 10/11/2024

  ****** regrets any perceived delay faced by Mr. ************** The claim was initiated on September 5th and ****** approved the claim on September 13th, following diagnosis, inspection and verification of failures and repair estimates by the repair facility.  ****** is awaiting a final invoice from the repair facility evidencing that the vehicle is fully repaired in order to remit final payment.  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a warranty when I purchased my vehicle. June 9th 2024, the flex plate or starter went out in addition to transmission failure. Spoke with **** about the 2 issues with my vehicle prior to towing to repair shop. Here we are on August 27th 2024, and I have yet to get my car back from the repair facility. They sent an adjuster to look at my truck, but couldn't verify failure since it wouldn't start. No kidding, you were made aware before it was towed to the shop!! They played around for a few weeks, not approving work, ******** forward to last week, they finally approved part of the work, but now they refusing to pay what the shop is charging for the weeks of run around they have gotten from ****. My 100 dollar deductible has ballooned to a few hundred because they're refusing to pay for the charges for diagnosis even though their contract says they cover it, asking a few other things. I'm thinking it's time to for a lawsuit against these people. They got their money from me, but now they aren't honoring their contact and paying for the repairs as their contract states they will. Disgusted

  

  Business Response

  Date: 09/12/2024

  ****** appreciates Ms. ****** reaching out regarding her Contract.  Following diagnosis and inspection of the Vehicle, it was confirmed that the Vehicle's transmission and starter motor.  No failures were shown to the Vehicle's flexplate.  ****** approved the cost to replace the Vehicle's transmission and starter motor, as well as the diagnostic and labor time associated with those repairs, as directed by the national labor guide used by the repair facility.  Any additional amounts associated with the repair, were for parts not covered under the contract and/or not shown as failed.  No additional amounts can be approved at this time.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22203307
  
  I am rejecting this response because: their response is a lie. They aren't covering it because they say the cost is unreasonable. But it's much cheaper than any other shop in the area. They took over 2 months to approve the work in the first place. It's currently spetember 12th 2024 and I still don't have my vehicle back. It has been complete nonsense on their part since June. Enough is enough. 
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 09/12/2024

  ****** is unclear as to Ms. ****** assertions in her rebuttal.  The Vehicle was inspected twice due to the diagnostic time taken by National Transmission.  ****** approved the claim with National Transmission on August 22nd for more than $3,000.  ****** has not heard from the repair facility since the claim was approved.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22203307
  
  I am rejecting this response because: **** stated in their response that they're covering everything except parts or ***airs not covered under my warranty plan. That is a blatant lie. **** is refusing to pay the fees national transmission is charging because they deemed them "unreasonable". I spoke with **** before I had my vehicle towed to the ***air shop and asked numerous questions regarding possible scenarios where I could be responsible for fees more than my 100 dollar deductible and was told ***eatedly by Wynns *** that as long as its a covered ***air I will only owe 100 dollars. Yet here we are almost 3 months without a vehicle and **** has said they won't pay the full amount being charged due to unreasonable fees. As I stated, this ***air facility charges way less than any other shop around, his charges are very reasonable. I just want **** to honor their contract and pay the facility the charges in full with the exception of my deductible as they stated they would. They were well aware of the vehicle not starting before they sent their adjuster out to check the vehicle, but he "couldn't check the transmission" because the vehicle wouldn't start. Like I said, no kidding, I made **** aware of that fact before it was even towed to the shop. If doesn't matter if the flex plate was bad, or the starter was bad, the fact remains they were told PRIOR to sending and adjuster out that the vehicle wouldn't start. 
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 09/13/2024

  The statements provided in ****** response are contained in the claim notes.  Attached is the letter sent on August 22nd to ********************* regarding the necessary documents for claim payment, which is sent when the claim is approved.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22203307
  
  I am rejecting this response because: I've been told by the business that the approval amount, which wasn't listed on the paperwork you submitted, was less than the actual amount the facility charges. When I was told this, I spoke with an agent of **** about the full amount less the deductible being paid and your agent responded with "we only pay the amount we feel is reasonable." Before you wasted time sending an adjuster fully knowing the vehicle wouldn't start, the quote was for over 3100 dollars. After adding a second adjuster fee, and the cost of teardown, it came to more, and you're not approving his total amount charged. Which is very reasonable for the type of vehicle I have, the type of transmission I have, the amount of time I've been without my vehicle waiting on you to do your part, the cost of everything in general going up, and the added costs of teardown, yet **** says it's not. I'm not going to keep going back and forth. I won't be happy until my total cost is JUST the 100 dollar deductible. Plus reimbursement for the 2 months extra I was without my vehicle. 
  
  Sincerely,
  
  ********** ******

  Customer Answer

  Date: 10/03/2024

  Finally got my car back after 3 months and 4 days, owed the repair facility almost 600 dollars in fees that phoenix/**** didn't cover, and contrary to what they said, it wasn't repairs on non covered parts. It was because they said his fees were unreasonable. Getting ready to file a small claims lawsuit at this point. Tired of the games and lies from this company. 

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 19th, 2024 took my car to ****** auto clinic to get my engine repair and every day since then to now I have been calling the warranty that the car is under to deal with the repairs and no has got back to me since. It's now august 19th it has been a month now and no one has resolved my issue. I am frustrated because this is my lively hood my transportation to get to work and my warranty is still valid so I don't understand why no one is answering even my mechanic has made calls to the warranty with no answer this is ridiculous.

  

  Business Response

  Date: 09/06/2024

  ****** appreciates Ms. ********* reaching out regarding her contract.  ******, prior to the current claim, approved two repairs to the Vehicle.  Subsequent to that, ****** spoke with Ms. ********* on July 16th regarding the claim procedures.  A repair facility did not contact ****** until August 21st with a report of the engine failure.  The repair facility reported that the ************* pan had previously been repaired and resealed.  During that repair, excessive sealant was utilized, which clogged the oil pick-up tube, and ultimately caused the engine failure.  The failure to the Vehicle was not a mechanical failure, rather was a failure caused by an improper prior repair.  Therefore, ****** was forced to deny the claim.  As the claim was properly denied, no amounts can be approved towards this engine repair.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2014 **** Fusion Hybrid went into the **** Repair Shop June 13th, 2024 due to the engine light. The mechanics informed me the engine light was due to transmission issue and would need to take it apart to figure out what exactly was the issue. Once apart, the Repair Shop told me the transmission needed to be replaced and that the cause was normal wear and tear. I told them this would be a warranty claim and the Repair Shop started the processes by calling ******. ****** had an inspector come out and look at the car as well as take pictures. ****** was also given a report from the *********** stating the issue. ****** denied the claim on or around June 20, 2024; due to "seals and gaskets were damaged due to transmission leak and low transmission fluid". However the Repair Shop said the complete opposite, and said the transmission fluid was full, there were no leaks, gaskets and seals were good, and that the reason for transmission failure was normal wear and tear. This report from the Repair Shop was given to ****** early on.

  

  Business Response

  Date: 09/06/2024

  We appreciate Mr. ****** reaching out regarding his claim.  The Vehicle came into the repair facility with a complaint of the transmission slipping.  During the course of diagnosis, the Vehicle was inspected twice by an independent third-party inspector.  That inspector confirmed that the Vehicle transmission's case half seals were leaking, which caused the Vehicle's transmission to run low on transmission fluid.  This low fluid in the transmission caused the damage to the transmission relevant to the claim.  As the Vehicle did not have seals and gaskets coverage, the claim was denied because of the failure caused by a non-covered part.  ****** has again reviewed this claim and found that the transmission was in fact leaking, and that leak ultimately caused the damage to the transmission.  Unfortunately, the denial of the claim must stand and no amounts can be approved towards the transmission repair.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased my 2019 Dodge Ram in November of 2023, on 08/06/2024 I was picking up a friend from the airport when my vehicle started to sputter. I coasted to the side ramp because the vehicle shut off, overheated and began smoking. I had the vehicle towed to my home that night, next day contacted warranty company and advised of the situation, they stated to have the vehicle towed to a licensed mechanic which I did, confirmed by my mechanic today that the water pump failed causing damage to my motor and the warranty company will not cover the damages due to the faulty water pump to my engine.

  

  Business Response

  Date: 08/23/2024

  We appreciate **************** reaching out regarding his Contract.  During the claim process it was determined that the water pump had failed.  Unfortunately, the Vehicle was operated after that failure with the engine overheating, and that continued operation of the vehicle while it was overheating severely damaged the engine.  ****** was able to assist with the water pump failure, but the overheat damage is specifically excluded under the contract.  ****** is unfortunately, only able approve the cost to replace the water pump failure.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22177132
  
  I am rejecting this response because: The vehicle was purchased less than 9 months with no notification that something was wrong until, it stopped working and in the shop the very next day.  It's had a regular Tune-up and oil change with no notification that anything was wrong.  The warranty company just does not want to cover the failed product. 
  
  Sincerely,
  
  Jrashone ******

  

  Business Response

  Date: 09/06/2024

  As stated previously, ****** had the vehicle inspected by an independent, third-party inspector.  That inspector verified that the Vehicle's engine had severe overheat damage.  This was caused by the vehicle being operated after the water pump had failed.  The vehicle's indicators would have notified **************** that the Vehicle was overheating, allowing him to stop the vehicle prior to causing the damage to the engine.  This did not occur and the engine damage resulted.  Accordingly, ****** can assist with the water pump failure, but only when **************** approves and pays for the cost to replace the engine; ****** cannot assist with the cost to repair the engine.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22177132
  
  I am rejecting this response because: And as stated before,  when this happened the vehicle shut off right then and there. No additional driving was done. Dodge vehicles will shut down at the moment something fails so additional driving could not be done, unless this was a know issue by the seller and this would still be under warranty.  
  
  Sincerely,
  
  Jrashone ******

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My RV warranty companys policy to approve a claim is to send a 3rd party inspector out to my RV to validate the claim. However, when my RV Tech called to submit the claim the warranty company told my tech he could fix my refrigerator instead of replacing it. My tech said the customer service representative got rude with him telling him he knows it can be fixed. When my rv tech asked how, they *** said i dont know im not a tech. My tech replied exactly I am and i know it cant be fixed so I need an inspector to come out so we can get the claim approved and fridge replaced. The warranty company told the tech he would be contacted the next day at noon and he was not. The warranty company told him this on Wednesday Aug 14th and its Aug 20th and still no contact. All the while I just need my fridge replaced. Before this incident I used another tech and he made an appt. With the inspector at 1:00 PM Monday Aug 12th. He showed up but the inspector did not. When he called to complain or find out why to the warranty company they told him the inspector has til the end of the day to show up. Implying he needs to sit at my RV for possibly 4 hrs hoping the inspector shows. When asked what the warranty company was going to do about it they replied there is nothing they could do. The customer service rep. *** frustrated with the tech and cancelled the claim and took the tech off the approved vendors list. When I called and complained the lady told me there was nothing they could do and the inspectors werent their problem even though they are the ones who hired them. What Im asking is for the warranty company to be forced to call my rv tech back and set up an appt. For an inspector to meet him and hold the inspector to that time so I can get my claim approved and fridge replaced. Ive been fighting this for a month now and need my fridge fixed. I paid a lot of money for this warranty and they need to be held accountable for holding up there end of the bargain

  

  Business Response

  Date: 08/23/2024

  Phoenix American appreciates ****************** reaching out regarding his claim and apologizes for the frustrations he has felt during the process.  The initial claim was called in and Phoenix American struggled to have an inspector reach the repair facility.  The Vehicle was relocated and the repairs, as called in by the second repair facility with an additional failed part, have been approved.  Phoenix American looks forward to assisting ****************** in the future.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an extended warranty for Dodge truck and called for a power steering issue. Was told that it wasn't covered ,so I said cancel it. I called back and was told that it was covered but was told it was cancelled. This was told the cancellation was final. I have written warranty. *********************** called and asked to speak to a manager and was told that this does not warrant a manager. It was finalized. Notified them that BBB would be contacted and they said "looking forward to it". They hung up the phone. This business should not be listed as a BBB. They try not to cover claims and are unresponsive. eg hung up on. Companies that do business with them should be aware of who they are sending their clients. I request not only a full refund of the full warranty amount as well as an apology for the lack of service and rudeness of the employees.

  

  Business Response

  Date: 08/23/2024

  We regreat ******************** frustration and any confusion in the coverage under the Contract.  There was never a claim called in.  As **************** states, he inquired as to his coverage, then decided to cancel the Contract.  He later called in regarding the coverage but the Contract had been cancelled pursuant to his request, and the refund was remitted to his lienholder of record.  We apologize, but the cancellation was final as all funds due for the refund were sent already.  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22143057
  
  I am rejecting this response because: The business indicated that a claim was not made. I was on the phone to make the claim and was told that it was not covered under the warranty. The warranty was then cancelled and I was then told that it was covered. The company does whatever it needs to not to pay a claim. In my first complaint I requested a full refund and an apology for the unprofessional behavior of the customer service representative. Please let me know when the check was mailed to the loan company and that it was for a full refund as I requested. I also am requesting an apology for the poor behavior that was experienced. 
  
  Sincerely,
  
  *************************